Director, Knowledge Management, ACX Help Center Experience (TEMP)
Our client, a major marketing technology and entertainment company is looking to hire a Director for its ACX Help Center. This is a hybrid role based out of Newark, NJ
Key Responsibilities:
Implement enterprise-level Help Center strategy across all surfaces
Improve user experience and performance metrics
Ensure exceptional content quality and maintenance
Collaborate with cross-functional teams to deliver best practices
Champion data-driven decision making and knowledge governance
You Are:
Customer obsessed
A strategic thinker with strong analytical skills
Bold and innovative, challenging the status quo
Passionate about driving excellence
Agile with a bias for action
You Will:
Own product vision and KPIs for customer-facing help center
Lead technology advancements and content lifecycle management
Develop and inspire a global knowledge management team
Create and execute innovative content delivery strategies
Collaborate across Amazon to share best practices
Requirements:
4+ years experience in Knowledge Management, digital self-service, or product management
Proven track record in program strategy and end-to-end delivery
Strong data analysis and process improvement skills